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SIMPLYME80 Posts: 406
12/18/13 3:29 P

Most customer service representives have been nice... a few, well, sounds as if they are reading from a script or a computer to answer a question, and unsuccessful at telling me what I need to know. Others have stong accents I can't understand and become extremely rude when I ask them to repeat what they just told me or place a english speaking person on the phone. CS at stores are ok though busy at times, act understandably as wanting to get their 8 hrs in and go home! Fast food resturants and drive thru the Worst. I often recieve something other than what I ordered or missing items I ordered at a take out -After I check my order and take it inside when wrong I often get yelled at saying it Was My order! Last week recieved a uncooked partly frozen burger at McDonalds with the excuse they are training a new replacement or refund.. treated very rude. When I asked to talk to a manager, this girl barely out of her teen years said She Was the manager while answering a text on her phone! Not going back! ! Fustration is on both sides of the fence, so both need to stay calm, don't accuse anyone of anything, and stay calm. As someone here stated, minimum wage or slightly above is no insentive to be nice when dealing with people-put in 8 hrs or less per day and collect a paycheck at the end of the week, thats all.

Edited by: SIMPLYME80 at: 12/18/2013 (15:32)
TINA8605 SparkPoints: (99,668)
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Posts: 1,764
12/18/13 2:39 P

I have been in customer service positions all my life. Waitress, front desk receptionist and customer service representative at a couple of call centers.
I have noticed over the years the customer makes my job soooo hard. How can we "assist" you when you're yelling at me, calling me names, accusing me of blah blah blah. I never knew I had so many names. I have been called some of the worse. I would be so willing to "assist" people so much more if their behavior was in check. I will go out of my way to help you. But even I have my limitations.
I think every one should have to work a job in the fast food service, sit down restaurant business, cashier and call center for at least once in their life to understand how it feels when you are "attacked" like the public loves to do.
Now I'm not saying everyone is like this. But the ones that are really blow ones day for the entire day. Sugar does indeed attract kindness.

NWLIFESRC Posts: 9,316
12/18/13 12:48 P


ARCHIMEDESII SparkPoints: (194,424)
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Posts: 26,839
12/18/13 12:37 P

When I worked retail, we had to get into work early for customer service classes. How many of you remember seeing the John Cleese short on customer service ? that was a really good video. Well, the point of those service meetings was to find out how employees could better serve the customer. What was the primary customer compliant ? That there weren't enough people working the registers or the desk. We were spread so thin, that if there was a quiet moment at the register, we had to go straighten shelves or sweep floors. And when we weren't at our post, we were yelled at when there wasn't someone to help the customer.

If you want to ensure that you have good service for the client, make sure you have enough staff, but no one wants to hire staff because that's too costly. So, the people who are working are expected to do multiple jobs. but that is the nature of the retail beast. Another problem is the pay. if retail paid a bit better, they wouldn't get employees who were apathetic.

When you're working for $7.50 to $8.50 an hour, that's not a whole lot of incentive to do a good job.

So, where is the best customer service I've ever had ? Easily, the customer service people who work at the Massachusetts Dept of Unemployment. You're on hold for hours trying to get a hold of someone, but once you do, that person is extremely helpful and understanding. I can't imagine how much stress the employees in ANY of the unemployment offices have to deal with on a daily basis. But I know the people who helped me set up my UI benefits were great and I told them so.

LOVE4KITTIES Posts: 4,690
12/18/13 12:08 P

I think that the problem(s) people have with being asked if they have found everything okay at the register is that:
1) They should have been helped prior to that. Or, maybe they have been pestered extensively as they walked throughout the store by being asked that question 10 times by every employee that walked past them.
2) If they haven't found everything okay, most customer service people working the register will just ignore it if they say "no." If you actually help people when they say they haven't found something, then you are the exception rather than the rule.

If management wants cashiers to ask, they need to train them to act when people say "no" by either asking if they would like someone to help them find it or by making a note of things that people want but which the store does not carry (or no longer carries), Of course, I doubt stores actually care what customers want them to carry--we are just expected to choose from what is available and what's available seems to be dictated (these days) not so much by what customers want but rather by how much manufacturers are willing to pay for shelf space for particular products (and, of course, I'm sure that customer wants also play less into what manufacturers make than we might imagine because it's probably more about $$$ rather than what customers want and, oddly, I think that satisfying customer wants isn't as important for a company to make $$$ as many of us might think).

Edited by: LOVE4KITTIES at: 12/18/2013 (12:10)
GINNABOOTS Posts: 8,544
12/18/13 9:38 A

Online Now  • ))
I have been noticing very good service lately in stores and restaurants. I know for a while there the service industry was going down hill, but they have went back to old school where they will actually help you.

ZZYYGGY3 Posts: 2,335
12/18/13 8:46 A

Mlan: I know what you mean, and people don't stop to think that maybe the person at the other end is not the one to scream and yell at. What you said about nicer people getting better service is true. I'm more then willing to go out of my way for someone who hasn't had a pleasant experience, and was nice about it.

And for those who complain about register people asking them if they have found everything they wanted. That's what we're trained to do, and if we don't management will yell at us. They feel that the register people are the last contact you'll have with the store, and want to make sure you leave happy. I know it sounds corny but thats the reasoning. And I have actually helped a few people by asking that.

One person couldn't find batteries and I had someone from electronics bring them up.

One person complained about a unhelpful and rude salesperson, and I called a manager over for her to talk to.

Another person said they couldn't find a particulair toy that was on sale, and I had someone bring one from out back.

Sometimes it takes a little bit of waiting, but I usually ring up their purchase, and go on to the next customers while they wait.

I really wish there was a school out there for costumer service, and companies would pay for their employees to take the courses. But that would be a perfect world wouldn't it lol.

MLAN613 Posts: 18,223
12/18/13 7:59 A

I am a person at the end of the phone. And I usually give great service. Really.

However, I have had some NASTY callers. They swear, call you names, scream because something happened somewhere else within my company, which is a crappy company, for the record but I can't get a better job.

The customer may have every reason to be angry. However, my desire to make things right crumbles if you are cruel to me. Seriously, if you want something resolved, be reasonable.

Edited by: MLAN613 at: 12/18/2013 (14:59)
LADYCJM SparkPoints: (57,456)
Fitness Minutes: (36,342)
Posts: 2,545
12/18/13 12:21 A

A long time ago I had to attend a "Quality" class. The speaker said that every person who receives good service at a business will tell 5 people. But if they receive poor service they will tell 20 people. She asked how many people we wanted our clients to tell about us. BTW, the answer wasn't 5,lol. Our goal was to be so wonderful that they told everyone about how great we were.

I agree that being nice usually means better service. Yelling and being nasty just makes people want to make you go away.

And it is irritating to be asked if you found everything when you are at the register. What? Are you going to go and get something for me?

CAMEOSUN SparkPoints: (86,617)
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Posts: 10,426
12/18/13 12:13 A

Mostly good experiences.

VEGIBIKER Posts: 15,641
12/17/13 10:26 P

usually good

ONLINEASLLOU SparkPoints: (73,365)
Fitness Minutes: (57,011)
Posts: 4,787
12/17/13 10:24 P

I had to buy a new computer this weekend and decided to sign a 2-year contract for tech support with the Geek Squad. I just didn't want to hassle with the set-up and thought I might need help getting everything to work well.

I was right. There have been lots of glitches with this sudden purchase ... and the Geek Squad hasn't been perfect. But the Geeks themselves have been consistently friendly and sincere in working through the problems. While I am not 100% happy with my computer purchase (not their fault) ... I have been happy with their customer service and glad I bought their service contract.

JANIEWWJD SparkPoints: (543,873)
Fitness Minutes: (338,447)
Posts: 15,181
12/17/13 8:16 P

Usually good experiences.

QUEEN-EYDIE Posts: 12,454
12/17/13 6:09 P

I work in retail (natural foods store) and I take great pride in providing great customer service. I think I do so well because I truly love people and I want to help. It certainly helps that I work with a great crew and it's a healthy low drama environment!

RENATA144 SparkPoints: (207,563)
Fitness Minutes: (75,250)
Posts: 49,480
12/17/13 5:04 P

Awesome everywhere that I go !!! Or call !!!

ANDILH Posts: 1,543
12/17/13 4:29 P

Customer service seems to be hit or miss. There seems to be times when it's all terrible. There are also times when the people are really helpful and kind.
When I was setting up new satellite service for my house the person I spoke with acted like he had all the time in the world and I was his only customer. I left positive feedback in several places that included his name so that hopefully others could learn from his behavior.
I also attempt to start out being nice. I've found that that gets me a lot further most of the time. I spend a lot of time fighting for stuff for my disabled sister. One month they shorted us more than 20 diapers. The woman I was talking to just kept saying that the insurance company would only authorize 1 shipment a month. I kept pointing out that human error at her company was responsible for the shortage, and that we needed the additional diapers to safely care for her I got no where. Finally I asked her how often she changed her baby's diapers. Because according to the number of diapers we were sent due to a human error my sister could only be changed every 6 hours. We got the missing diapers 2 days later.
I had a really horrible experience over the phone this morning with a "customer service rep" from the MI Secretary of State about renewing a license plate. She was so rude I ended up hanging up on her after she refused to answer my questions. I called back and got someone else who was hurried, but polite.
I try to remember that they are people too, and they could be having a bad day. However, it's their job to be polite and professional so I expect that much. When someone works in a service position it is their job to answer even the stupidest of questions. When I was a cashier we were instructed to ask if customers had found everything ok. If someone was really looking for something I would ask them if they'd like me to see if I could get someone to locate it for them. Sometimes people said yes, sometimes no, but if they weren't willing to wait, there wasn't anything I could do.

SIMPLYME80 Posts: 406
12/17/13 4:15 P

Another rant... Except for some grocery stores. .Stores are never straight lines or arranged so I can see down the aisle for what I am looking for, always arranged as a maze and featured items are often placed on endcaps no where near where the item should be! When a store does a reset, it takes time to find the location of what I want to purchase, so I become so fustrated, I just find and purchase what I went to the store for and Nothing Else since I spent so much time looking for the few items I need, then leave. Maybe a good thing since it prevents me from impulse buying, When asked if I found everything ok, I say" No I didn't, thank you". This time the year is especially fustrating, merchantise on racks/shelving in the Center of the aisles making the store appear dirty and cluttered!

MANDIETERRIER1 Posts: 17,256
12/17/13 3:40 P

Greeting at the door and through out the store is more for loss prevention or shop lifting prevention than anything.

I don't know why they ask people if they found everything when you go to check out. By the time I check out I am ready to go. And I don't want to be that person that holds up the line while I go to find something else.

LOVE4KITTIES Posts: 4,690
12/17/13 3:29 P

There are some really helpful people out there, but... Overall, things are getting worse every year. It's like people don't want to be bothered to do their job.

**Begin Rant**
I find it really, really annoying to go in a store and be greeted, immediately upon entering, by someone who asks if I'm finding everything okay (um...I just walked through the door and I haven't had a chance to look yet).

I also find it really annoying when I'm in the store and keep getting constantly asked if I'm "finding everything okay" especially if I am there wanting to look at things and decide what I want. It's like you're not allowed to look around actual shopping is allowed... It's like they want you to know exactly what you want before you go in, then, once you are there, you should go directly to get your stuff and then leave as soon as possible. Honestly, a lot of times, I just feel pestered.

They usually also don't really want to help you if you are actually having trouble finding something. Good luck finding someone when you actually need help. It's amazing how no one is around when you need them. But, they are always there, pestering you and asking if you "are finding everything okay" when you don't need help. If you are asked if you are "finding everything okay" and you say, "no" there's a good chance (after they give you a shocked, "OMG I'm going to have to do something" look) that you're not really going to get the help you need. I am particularly irritated when they are supposed to be showing you where something is and they walk off at a fast pace. These people will seriously leave you behind and they never look back to see if you are following, if you need them to slow down, etc. They don't care if they are half the length of the store ahead of you. That's just rude. I went into one of the big box stores with my 80+ year old mother who has mobility issues and the salesperson was half a store ahead and looked irritated that we hadn't kept up.

Then, you check out and they ask you, "did you find everything okay." If you say no, you couldn't find XY or Z, they are most likely to just ignore you or say "oh, sorry you couldn't find that." They don't really want to help you--that would be a bother. They just want you to say "yes" that you found everything okay. I've said "no" several times (just as an experiment) and NEVER have I ever been offered help at that point. About half the time, they don't even ask what you couldn't find.

Also, I am tired of constantly being asked, "how are you doing today" by people who work in stores. You get asked multiple times in every store, at the drive thru, etc. These people don't know me. They don't care how I am doing or how any other customer is doing. We are all just supposed to say "fine." I've had to say "fine" on days when I've had a pet die, my mother was in the hospital, the day my dad passed away, etc. I guess they are trained to do this because somehow, it's now thought of as polite. But, it's not polite to ask a stranger how they are doing, especially when you really don't care.

A proper greeting at a door would be "welcome to XYZ, please let us know if you need any help finding something." Then, employees should be strategically located throughout the stores and people WILL actually ask for help if they need help. I don't need or want to be asked a million times in every store if I am "finding everything okay" nor do I want strangers constantly asking me how I am doing today.

The absolute worst customer service is available in healthcare settings. These people are some of the rudest people I've ever encountered. They seem to have a lot of disdain for patients in general.

**End Rant**

Edited by: LOVE4KITTIES at: 12/17/2013 (15:38)
DMJAKES Posts: 1,635
12/17/13 2:30 P

I've been attempting to resolve a health insurance billing issue since MARCH of this year, and after speaking numerous times with the billing person in the practice office and getting absolutely nowhere, I finally called the patient relations number and told them what was going on. The issue was quickly handed off to the right person, and they got in touch with the billing office and the doctor on my behalf. I'm still watching my account to see if the new claim is accepted, but I'm pleased that someone was able to "light the fire" for me. As of this moment, I wouldn't recommend that office to anyone. After the second or third phone call, I felt like I was imposing on the person that answered the phone, and it really made me angry. I can't help it you can't code a medical claim correctly, honey....just fix it, you know?

I always remember instances like that when I'm answering the same question for the umpteenth time on the same day. emoticon

MANDIETERRIER1 Posts: 17,256
12/17/13 1:09 P

Back when my mom was redoing her kitchen and she was looking to buy some new appliances. She called the customer service of a big box store and was asking if the specific appliances were in stock. The woman working the other end of the phone acted as if we were asking for her to do something spectacular. Besides her job.

She asked to be connected to kitchen appliances and the person working there went above and beyond and redeemed the store.

ZZYYGGY3 Posts: 2,335
12/17/13 1:04 P

This morning has been an interesting morning for me, I've been doing alot of "phone work" . I had to call about a couple of things on fuel assistance, and the person who answered was funny, and amusing as he helped me through the questions I asked. It was quite a pleasant conversation.

The next call I had was to my dentist and I had copied down the number and name wrong from the answering machine and deleted the message. The number I called I got the wrong number. So I called the number I had for the office. This one caller I had was again very helpful and went through my file to see if anyone had called. She couldn't find anyone, and said she would ask around the office through emails if anyone had called and would they please call me back. Again she was helpful, and pleasant.

Then as I was reading MSN articles there was one about customer service saying that approval rating for big chain stores was down for customer service, and many people were dissatisfied with the phone "trees " and holds. Customer service rating was at an all time high, and they gave several really good examples.

Any other customer service experience good or bad out there?

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